HP has retained 6th position again this quarter after maintaining its Overall Customer Effort Score of 57.
Two of its pillars kept the same score, with Knowledge and Expertise and Speed of Resolving the Problem scores sitting at 56 and 55 respectively.
The area for improvement for the US arm of HP is its Style of Communication pillar score, which dropped -1 point to 60. Diving further into this decline, we see this is due to the politeness of its customer service agents. Last quarter, 41% rated it as ‘good’. However, this quarter, this has dropped 5% to 36%.
It’s a real mixed bag for HP this quarter, but there is good news. Its Valuing the Customer pillar score increased +1 point to 59. More of its customers (4% higher) ranked the tech company for its range of solutions or options that were suitable. In total, 44% ranked them as ‘excellent’ for this.